Who are we?

We are Luthier Wood, a Limited Company headed by John Ambler, operating out of Unit 9b, Meveril Road, Tideswell, Derbyshire, SK17 8PY.

Where to find information about us and our products

You can find everything you need to know about us, Luthier Wood, and our products on our website: https://www.luthierwood.com. We also confirm the key information to you in writing after you order by email.

When you buy from us you are agreeing that the terms and conditions below apply.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received and accepted your order.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because we can’t verify your age (where the product is age-restricted), because you are located outside the UK or because the product was mis-priced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods (rather than services), you will own it once we have received payment in full.

How you can pay

Payment is accepted via credit and debit card (through our website payment portal, in person via our in-store card machine or over the phone via our in-store card machine), via Paypal (online only) or via direct bank transfer.

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as shortages of stock from the traders who supply us, failure of information or communication systems, courier delays, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us via the details on the website to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. For those of our products that are natural or handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website can be out by up to 2%.

You’re responsible for making sure your measurements are accurate

If we’re making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are correct. For information and tips on how to measure contact us via the details on our website.

You have a legal right to change your mind

For most of our products you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind.

You can’t change your mind about an order for:

  • services, once these have been completed;
  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications, cut to your dimensions or are clearly personalised; and
  • goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind.

If you change your mind about a product you must let us know no later than 14 days after:

  • the day we deliver your product, if it is goods, for example a slab of wood. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
  • the day we confirm we have accepted your order, if it is for a service, for example the guitar-making course described on our website.

How to let us know.

To let us know you want to change your mind, contact us by email at sales@luthierwood.com or by telephone on 01298 211601. If you are sure you want to cancel please fill out the following model cancellation form:

You have to return the product at your own cost.

If your product is goods, for example, a slab of wood, you have to return it to us within 14 days of your telling us you have changed your mind. You can:

  • bring the product to our workshop: Unit 9b, Meveril Road, Tideswell, Derbyshire, SK17 8PY. You will need your email receipt and the card you paid with.
  • send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns please contact us by email at sales@luthierwood.com or by telephone on 01298 211601.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

You have to pay for services you received before you change your mind. If you bought a service (such as the Guitar-making Course) we don’t refund you for the time you were receiving it before you told us you’d changed your mind.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which reduces its value (including its resale value), we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you. If your product is a service or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to services or goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact us by email at sales@luthierwood.com or by telephone on 01298 211601.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us by email at sales@luthierwood.com or by telephone on 01298 211601. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.

We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product; and

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we’ll notify you and you can then contact by email at sales@luthierwood.com or by telephone on 01298 211601.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate.

We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply you can contact us by email at sales@luthierwood.com or by telephone on 01298 211601 to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product, such as an ongoing service. We let you know at least 7 days in advance when possible, and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, an address for delivery;
  • you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us.

We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://www.luthierwood.com/privacy-policy/

You have several options for resolving disputes with us:

Our complaints policy. We will do their best to resolve any problems you have with us or our products. Please get in touch by email at sales@luthierwood.com or by telephone on 01298 211601.

Resolving disputes without going to court. Alternative dispute resolution (ADR) is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If your complaint is not dealt with in a satisfactory way we may offer the option to resolve the dispute through an independent ADR provider.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.